Bilingual Operations Manager

About the role

You will lead and supervise the daily performance of the Operations team, ensuring that tasks are completed accurately and on time while maintaining a high standard of quality. You will act as the main escalation point when team members encounter complex client or operational issues, guiding them toward effective solutions. You will handle complex or sensitive client conversations directly when necessary, navigating high-stakes situations with professionalism. You will troubleshoot operational, account-related, payment, platform, and technical issues, applying structured methods to resolve problems efficiently. You will coordinate with external suppliers and internal stakeholders to resolve escalated cases, aligning priorities and expectations. You will monitor the team's workload, priorities, response quality, and overall performance, using data to drive adjustments and improvements. You will identify recurring issues, escalate critical situations, and recommend process improvements that enhance stability and scalability. You will onboard, train, coach, and support team members, fostering an environment where learning and performance grow together.

Key facts

What you'll do

• Lead and supervise the daily performance of the Operations team, ensuring tasks are completed accurately and on time.
• Act as the main escalation point when team members encounter complex client or operational issues, providing clear direction and support.
• Handle complex or sensitive client conversations directly when necessary, demonstrating empathy and precision under pressure.
• Troubleshoot operational, account-related, payment, platform, and technical issues using systematic approaches to minimize disruption.
• Coordinate with external suppliers and internal stakeholders to resolve escalated cases, ensuring alignment on timelines and outcomes.
• Monitor the team's workload, priorities, response quality, and overall performance to optimize resource allocation and results.
• Identify recurring issues, escalate critical situations, and recommend process improvements that enhance efficiency and reliability.
• Onboard, train, coach, and support team members, focusing on skill development and consistent execution of standards.
• Maintain visibility over ongoing client cases and ensure appropriate follow-up until resolution is achieved.
• Use internal tools and communication channels to keep operations organized and properly documented for transparency.
• Take ownership of the department so senior management can focus on other areas of the business, driving initiative and accountability.
• Manage shifting priorities in a high-volume environment, balancing multiple demands without sacrificing accuracy or service levels.
• Support continuous learning within the team by sharing knowledge, best practices, and feedback in a constructive manner.
• Collaborate cross-functionally to align operations with broader business goals, customer expectations, and strategic initiatives.

Requirements

• Proven 3+ years' experience as an Operations Manager, Customer Support Manager, Customer Success Manager, Team Leader, or similar role.
• Bilingual English, both written and spoken at C2/C1 Level, to communicate clearly and handle complex discussions.
• Previous experience leading and supervising teams in fast-paced environments where adaptability is essential.
• Strong customer support experience, including handling escalations and complex client situations with professionalism.
• Ability to manage a high volume of simultaneous conversations and priorities while maintaining attention to detail.
• Excellent troubleshooting, problem-solving, and decision-making skills to address issues efficiently and accurately.
• Strong sense of ownership and ability to operate independently with limited supervision, taking initiative when needed.
• Excellent written communication skills and ability to communicate quickly and clearly through chat and documentation.
• Comfortable learning new digital platforms and troubleshooting technical issues as tools and systems evolve.
• Strong organizational and time-management skills to coordinate tasks, deadlines, and stakeholder expectations.
• Willingness to follow documented processes and contribute feedback for improving operational workflows.
• Professional attitude and reliability, with the capacity to maintain performance standards under consistent pressure.
• Commitment to maintaining data accuracy, confidentiality, and compliance in all operational activities.

Nice to have

• Experience working with Meta Ads Paid Media platform, which could provide context for cross-functional collaboration.

Practical notes

- Work schedule: Monday to Friday, from 6:00 AM to 3:00 PM (GMT-3).

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Employment Type: Contractor.

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Location: 100% remote.